Average Handle Time (AHT)

Average Handle Time (AHT) is a metric used to measure the average duration a customer service representative spends on handling a customer interaction, including talking and any follow-up work. It combines the time spent during a call or chat with the time taken to complete any necessary tasks afterward, such as documentation. AHT helps businesses assess efficiency and ensure that representatives are effectively managing customer inquiries while balancing quality service. High AHT may indicate complex issues, while low AHT could suggest quick resolutions or possibly rushed interactions.